Call Center Management Featured Article

Chatbots Enhance & Streamline Call Center Experiences for PSCU

PSCU, a company that was formed back in 1977 to provide services for credit unions across the country, has announced its latest move to streamline call experiences with its call centers.

As part of it partnership with Jacada (News - Alert), the organization said its deployed a desktop automation offering that uses chatbots and other automated technologies to track, manage and ease agent workloads - all while optimizing the experience they offer to callers.

According to company officials, the new attended bot from Jacada is able to log agents safely into the digital banking platforms of credit unions located across the country. This removes the time and risk involved in getting logged into these systems in the past. In addition to enhancing security this also shortens hold time so callers feel more satisfied with their experience on the calls.

“We are excited to deploy this robotic automation solution in PSCU’s contact centers, helping their agents further heighten the member experience,” Oren Shefler, vice president of Sales for the Americas at Jacada was quoted as saying.

Jacada is a provider of customer service robotic process automation (RPA) offerings that make it easier to collaborate alongside robots and drive improved experiences between customers, employees and robots.

Chatbots in the call center were once focused solely on helping customers to have self-service engagements. Today though, in the modern workplace, the technology is making its way into call center management and helping agents to have more streamlined and efficient interactions.

“A key to driving operational efficiency in the contact center is the ability to automate manual, error-prone and time-consuming tasks on behalf of the agent. With this solution, it’s like every agent gets his or her own robot that can be trained to do any number of manual redundant tasks — which would have previously been performed while the member waited on the line. We look forward to continuing to partner with PSCU and drive new, innovative contact center solutions for its owner credit unions and their members,” said Shefler.

Commenting on the latest deployment of the desktop automation solution for their operations, Rini Fredette, senior vice president of Contact Center Services and Solutions at PSCU said, “Our first deployed automation, a smart agent assistant for password management, has simplified a multi-step, highly manual process for our agents, enabling them to make calls more efficient and decrease call time. We continue to identify additional use cases and look forward to leveraging Jacada’s expertise to further improve the member experience for our owner credit unions.”